Quality Mindset. Health & Care Radicals Inspiring Industrial Quality Improvement

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How do you change a corporate culture, from top-down command-and-control, to purpose-based and activist? How do you leverage the power of communities and massive volunteerism, to reload engagement? Can Quality lead the change? This presentation was made at the International Forum on Quality and Safety in Healthcare organized by the British Medical Journal in London on April 22 2015.

Direction et management

| 1C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
Quality Mindset
Health and Care Radicals
Inspiring Industrial Quality Improvement
@CelineSchill

C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 2@CelineSchill

A Journey Into Change
2011 2012 2013 2014
@CelineSchill
2015
Stakeholder
Engagement
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 3

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 4
Rule #1
“Connection creates value”
11 Rules for the Social Era
Nilofer Merchant
@nilofer
@CelineSchill

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 5
The Management Shift
Vlatka Hlupic
@ManagementShift
“A Management shift”

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 6
Jon Husband
@jonhusband
Wirearchy
Wirearchy: “a dynamic two-way flow of power and authority, based on knowledge, trust, credibility and a focus
on results, enabled by interconnected people and technology”
@CelineSchill

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 7
Work out loud
John Stepper
@johnstepper
@CelineSchill

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 8
“Strategize Change from a
social movement perspective”
School for Health & Care Radicals
Helen Bevan
@helenbevan
@CelineSchill

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 9
“If not you, who? Keep going”
Rebels At Work
Lois Kelly
@loiskelly
@CelineSchill

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 10
Susan Scrupski
@bigMdata
Change Agents Worldwide
Big Mountain Data: data science for social good
Big Mountain Data: applying data science and insights for social science to end domestic violence and family
abuse http://www.bigmountaindata.com/
@CelineSchill

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 11
“Change is never a rational process”
John Hagel
@jhagel
@CelineSchill

External Engagement Reloaded
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 12
BreakDengue.org
@CelineSchill

C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 13
Started with Social
Listening
@CelineSchill

| 17
A Culture Change
• Speak to  Engage with
• Strategize end point  Let it emerge
• Alone  Partnership
• Institutional  Activist
• Segmented  Connected
• Speak, awareness  Shared value
@CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015

Hugely Successful
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 18@CelineSchill

Internal Engagement Reloaded
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 19
Business issue:
improve manufacturing performance
@CelineSchill

Quality as a Movement for Change
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 20

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 21

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 22

Enablement and Motivation
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 23
ª A cross function, cross site, social movement approach
ª Leadership and technical skills increase
ª Digital collaboration
ª Massive volunteerism
 Quality improvement activists everywhere
@CelineSchill

Volunteer Power
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
| 24

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 25
Toolbox
John Kotter
@CelineSchill

Collective Change, New Behaviors
Define the common purpose: opportunity to change
Coach top leaders to “give room”
Have (many) volunteers experiment leadership
Virally raise enthusiasm around new ways of working
Focus the energy on specific projects
Make it stick
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 26@CelineSchill

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 27

| 28C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015

205
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 33
298
661@CelineSchill

| 34@CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015

| 37
“For many years, the company has
tried to transform itself, to change –
from the company perspective. For
the first time the company is serious
about changing from its people
perspective”
“I am so grateful”
“I’ve been waiting for years for
something like this to happen”
“For the first time,
I feel I’m part of something.
I feel connected”
“I’ve always heard employee
engagement was a problem I had to
fix. Now I understand we have to let
the employees engage” “I am excited about this grassroots
movement to build community,
empower people and improve our
performance through behavioral
change”

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 38
WeNeedSocial.com
@CelineSchill

Change Leadership, not Change Management
| 40@CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015

C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 41
Internet map (2005, Opte project)
@CelineSchill

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Quality Mindset. Health & Care Radicals Inspiring Industrial Quality Improvement

1. | 1C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 Quality Mindset Health and Care Radicals Inspiring Industrial Quality Improvement @CelineSchill

2. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 2@CelineSchill

3. A Journey Into Change 2011 2012 2013 2014 @CelineSchill 2015 Stakeholder Engagement C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 3

4. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 4 Rule #1 “Connection creates value” 11 Rules for the Social Era Nilofer Merchant @nilofer @CelineSchill

5. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 5 The Management Shift Vlatka Hlupic @ManagementShift “A Management shift”

6. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 6 Jon Husband @jonhusband Wirearchy Wirearchy: “a dynamic two-way flow of power and authority, based on knowledge, trust, credibility and a focus on results, enabled by interconnected people and technology” @CelineSchill

7. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 7 Work out loud John Stepper @johnstepper @CelineSchill

8. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 8 “Strategize Change from a social movement perspective” School for Health & Care Radicals Helen Bevan @helenbevan @CelineSchill

9. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 9 “If not you, who? Keep going” Rebels At Work Lois Kelly @loiskelly @CelineSchill

10. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 10 Susan Scrupski @bigMdata Change Agents Worldwide Big Mountain Data: data science for social good Big Mountain Data: applying data science and insights for social science to end domestic violence and family abuse http://www.bigmountaindata.com/ @CelineSchill

11. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 11 “Change is never a rational process” John Hagel @jhagel @CelineSchill

12. External Engagement Reloaded C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 12 BreakDengue.org @CelineSchill

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17. | 17 A Culture Change • Speak to  Engage with • Strategize end point  Let it emerge • Alone  Partnership • Institutional  Activist • Segmented  Connected • Speak, awareness  Shared value @CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015

18. Hugely Successful C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 18@CelineSchill

19. Internal Engagement Reloaded C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 19 Business issue: improve manufacturing performance @CelineSchill

20. Quality as a Movement for Change C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 20

21. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 21

22. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 22

23. Enablement and Motivation C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 23 ª A cross function, cross site, social movement approach ª Leadership and technical skills increase ª Digital collaboration ª Massive volunteerism  Quality improvement activists everywhere @CelineSchill

24. Volunteer Power C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 24

25. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 25 Toolbox John Kotter @CelineSchill

26. Collective Change, New Behaviors Define the common purpose: opportunity to change Coach top leaders to “give room” Have (many) volunteers experiment leadership Virally raise enthusiasm around new ways of working Focus the energy on specific projects Make it stick C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 26@CelineSchill

27. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 27

28. | 28C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015

29. | 29

30. | 30

31. | 31

32. | 32

33. 205 C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 33 298 661@CelineSchill

34. | 34@CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015

35. | 35

36. | 36

37. | 37 “For many years, the company has tried to transform itself, to change – from the company perspective. For the first time the company is serious about changing from its people perspective” “I am so grateful” “I’ve been waiting for years for something like this to happen” “For the first time, I feel I’m part of something. I feel connected” “I’ve always heard employee engagement was a problem I had to fix. Now I understand we have to let the employees engage” “I am excited about this grassroots movement to build community, empower people and improve our performance through behavioral change”

38. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 38 WeNeedSocial.com @CelineSchill

39. | 39

40. Change Leadership, not Change Management | 40@CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015

41. C. SCHILLINGER - INT'L FORUM QUALITY SAFETY HEALTHCARE 2015 | 41 Internet map (2005, Opte project) @CelineSchill

Quality Mindset. Health & Care Radicals Inspiring Industrial Quality Improvement

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